Creating an incident from a client chat
If your system administrator has enabled Remedyforce Chat, you must set your status to Available to accept a client chat request. Note the following important points:
- If you have set your status to Available, you receive the notifications only if the Remedyforce Console tab is active. To set your status, click
.
- Based on when the client initiates the chat, you must create a new incident or link the chat to an existing record.
- When a client initiates a chat, if you create a new incident, the chat transcript is copied to the Description field, the Incident Source field is set to Chat, the Client ID field is pre-populated, and Status is set to Open. If the Pre-Chat form is enabled, the category selected by the client on the Pre-Chat form is copied to the Category field on the Incident form.
- If a client chats with you for an existing ticket, you can link the chat to an existing incident. In this case, the chat transcript is saved as a note in the Action History section of a record. Also, if the client has submitted a ticket by other methods, such as submitted a ticket from Self Service, sent an email to create an incident, you can link the chat to an existing incident.
- Clients can send attachments during a chat. To view attachments, click the attachment hyperlink. It opens in a new browser tab.
- You can view attachments sent by clients in the Attach/View files window before saving the incident. All the attachments are added to the Notes & Attachment section of the incident (new and existing) after you save a record.
To create an incident from a client chat
- Click
to close the client chat window.
- To create a new incident, perform the following actions:
- Click New Incident. On the New Incident form, the Client ID, Category, Description, and Incident Source field values are populated.
- Enter the values in remaining required fields.
- Click Save.
- To link the chat to an existing incident, perform one of the following actions:
- Click Existing Incident.
- From the list of incidents, select the incident to which you want to link the chat.
- Click Save.
Related topics
Creating-incidents-that-require-operational-rule-deployment
Creating-an-incident-by-applying-a-template
Creating-an-incident-without-a-template
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